Customer Service Specialist

About Meridian Meridian Bioscience is a fully integrated life science company that develops, manufactures, markets and distributes a broad range of innovative diagnostic products. We are dedicated to developing and delivering better solutions that give answers with speed, accuracy and simplicity that are redefining the possibilities of life from discovery to diagnosis. We are looking for talented and passionate individuals that help drive our vision. Our innovative culture will allow interested candidates to discover and create, through collaboration, cutting edge solutions to tough problems. Job Summary The Customer Service Specialist is pivotal in managing the order fulfilment process from quote order receipt to shipment, with a strong emphasis on exceeding customer expectations and enhancing customer experience. This position handles all tasks related to supporting and nurturing our Life Science customers to meet or exceed monthly and annual sales goals. Critical tasks include order entry, order management, customer support, complaint resolution, and support for the commercial sales team. The successful candidate will ensure flawless execution of orders/projects and effective complaint resolution, thereby maximising market share and sales opportunities. Key Duties Order entry management, customer support, management of the entire order fulfilment process to ensure flawless execution on any orders/projects, and effective complaint resolution. Answer phone calls and customer service emails daily and escalate when appropriate. Manage the MLS inbox and route customer (internal and external) inquiries to appropriate channels. Manage and assign CRM Tech Support cases. Monitor Open Orders and document trends to assist in the review of re-order points. Manage and assign internal inquiries to ensure response time is within 24 hours. Partner with the Commercial Sales Team to grow accounts. Participate in training related to product lines, systems, corporate account strategies, territory strategies, and MLS strategy. Account Setup Process to include, but not limited to: open and support customer accounts and assist in gathering all pertinent account information. Handle or direct customer billing issues, technical/quality problems, etc., to the proper area utilising the internal inquiry process. Assist in customer proposals, price negotiations, and special projects. Develop and maintain high-value relationships with MLS clients. Resolve basic questions and answer customer queries such as supplying Commercial Sales Team contact information, answering product information questions, etc. Accepts responsibility for Order Processing/Customer Service and communicates and maintains adherence to Meridian’s corporate policies and procedures. Build sustainable relationships of trust through open and interactive communication both internally and externally. Support resolving customer outstanding/overdue payment as needed. Log records of customer interactions, queries, and issues in CRM database. Assist with the placement of orders, refunds, or exchanges, as needed. Qualifications Bachelor’s degree in Biology, Molecular Biology, Life Sciences, Business Administration, Information Systems, or 4+ years of customer service experience in a related industry required. Advanced degree (MS, PhD, MBA) or 5+ years of global customer service experience in a related industry preferred. 2+ years of customer service, marketing, or inbound sales experience preferred. Complete Proficiency in Microsoft Office and database systems required. INFOR/XA and Salesforce experience a plus. Familiarity with Harmonised Codes and USDA IREGS preferred. Experience working within ISO 13485 or similar quality systems preferred. #J-18808-Ljbffr Meridian Bioscience International Limited